Satellite Communications Technician

Start Date: 2011-12-01End Date: 2013-03-01

SATCOM TechnicianITT ExelisDecember 2011 – March 2013 (15 months) Masum Ghar, AfghanistanWork with USC-60 and FKETConducted day to day operations and maintenance of USC-60 and FKET and responsible for TCF operations and maintenance. Answered calls from customers having issues with their satellite connection.Operating/maintaining antenna controllers, SSPA, LNA/LNB, up and down converters, Fiber optic/Coax/Ethernet Cable, and FDMA/TDMA satellite modems. Used remedy to communicate and update customers. Assisted with any network issues on the Cisco 3200 and 3750 switches and BlackCore routers. Helped put together and maintain routing tables and fix redundancy issues associated with SIPR and NIPR networks throughout Afghanistan, supporting thousands of users. Also performed system migrations for troop rotation every 9-12 months.

Service Desk Manager

Start Date: 2011-11-01End Date: 2013-04-01

Managing the overall Service Desk activities- Act as a further escalation point for technical analysis- Take on a wider customer service role- Report to senior managers on any issue that could significantly impact the business- Attend Change Advisory Board meetings- Take overall responsibility for incident management and request fulfillment on the Service Desk. - Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.- Undertaking HR activities as needed- Acting as an escalation point where difficult or controversial calls are received- Producing statistics and management reports- Representing the Service Desk at meetings- Arranging staff training and awareness sessions- Liaising with senior management- Liaising with change management- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk- Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.